Program Principles
At Phoebe we are on a continuing journey to build a culture of reliability with a focus on safety. We want to reduce errors and prevent events that can harm our patients and employees. As behaviors of individuals and teams ultimately determine our outcomes, the role of all Phoebe Family members is to effectively influence behaviors to achieve performance expectations.
Universal & Relationship Skills
Focus Attention on Task – Healthcare complexity coupled with time pressures, stress and multiples interruptions place staff and physicians at risk for skill-based errors. Using skills like STAR (Stop-Think-Act-Review), Cross Check, and Critical Thinking can reduce errors by 90%.
Communicate Clearly – Developed by the US Navy and has been adopted by nuclear power and healthcare, SBAR (Situtation, Background, Assessment, Request/Recommendations) is a method of content communication. In conjunction with 3-way repeat back and using communication clarifiers (phonetic alphabet and numeric clarifiers), Phoebe is training all employees the standard way of communicating.
Have a Questioning Attitude – It’s okay not to know, but it’s not okay to not find out. By empowering all staff to ask clarifying questions, we reduce the probability of making an incorrect assumption by 60%.
Speak Up for Safety and Reliability – Safety is at the core of who Phoebe is. Our mission is to ‘empower every member of the Phoebe Family to safeguard the health of our communities – embracing a culture that delivers great patient experiences, innovative treatments, and access to superior care’. Through Safety First, we are providing training to all Phoebe Family members on the consistent and streamlined process that we all will recognize how to speak up.
Relationship Skills – Taking care of our patients and communities is about providing quality care and developing relationships with our patients. Placing a continual focus on the importance of listening with empathy and to provide patients an opportunity to ask questions if a focus of Safety First. We are our patient’s partner in their care, they participate in the decisions as much as we do. Being able to communicate clearly, concisely and effectively goes further and anything else.